SAP Hybris Cloud for Customer

SAP Cloud for Customers, a.k.a. as SAP C4C, is SAP's on-demand cloud-based Customer Relationship Management, it consists of SAP Cloud for Sales and SAP Cloud for Services.

Note: Hybris Commerce platform and Hybris Cloud for Customer are two distinct products. The support of Hybris Commerce platform is planned, but not yet available.

Integration Scenario

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Unlike the classic point-to-point interfaces like e.g. IDocs, Web Services or RFCs, when talking about monitoring for cloud services, you always also have to consider the integration component of the scenario. For most cloud services, Advanced Integration Monitoring for the cloud service itself concentrates on monitoring exceptions happening in the cloud service. But to fully monitor a cloud service scenario it is also important to monitor the integration between the cloud service and the on-premise backend system. This integration consists of different point-to-point interfaces of different types.

The following section describes the different integration options for the cloud service. Please choose the integration option you are using and consider also setting up the monitoring for the relevant interface types that are part of the integration scenario for the cloud service.

On this page we describe the monitoring categories that are available for this specific cloud service type. For information on how to set up the monitoring categories for the other technical system and cloud service types, please refer to the setup documentation of the respective interface type.

After setting up the monitoring for the single components and interface types, you can use the scenario configuration to group all relevant messages and exceptions of the cloud integration scenario in one Advanced Integration Monitoring scenario. Information how to create scenarios can be found here

 

SAP C4C usually integrates with SAP ERP, SAP CRM or SAP S/4 HANA as the on-premise system. There are two integration options for SAP C4C and on-premise systems; SAP Process Integration and SAP Cloud Platform Integration (SAP CPI). 

 

The different scenarios contain the following exceptions and point-to-point connections:

  1. Integrating ABAP backend with the SAP Hybrid C4C mediated via SAP CPI: 1, 4, 5
  2. Integrating ABAP backend with the SAP Hybrid C4C mediated via SAP PI (Web Service based): 1, 2, 3, 5
 

Scenario Component Monitored Content Monitoring Category
Systems: ABAP on-premise system IDocs IDoc
Systems: ABAP on-premise system Web Service errors and performance Web Service Messages (ABAP), Web Service (Performance)
Systems: SAP PI on-premise system PI Messages and channels

ABAP: PI Messages

Java: PI Communication Channels, PI Messages

Cloud Services: SAP Cloud Platform Integration Integration flows (iFlow) in SAP CPI SAP Cloud Platform Integration
Cloud Services: SAP C4C Messages in SAP C4C SAP C4C Message

To find out which IDocs, WebServices and integration flows are relevant for your SAP C4C scenario please refer to: 

Configure Cloud Service

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Public cloud service offerings are usually Software-as-a-Service (SaaS) solutions. This means that customers only have access to the service but not to the underlying infrastructure. Hence, the usual way to connect on-premise managed systems to Focused Run does not apply to cloud services.

However, to be able to monitor exceptions and performance in cloud services they need to be connected to Focused Run. This connection is created using the customer and cloud service specific root URL and an end-point definition, which allows Focused Run to receive information from the cloud service.

The first step is to import the SSL certificate into Focused Run. This is valid for all cloud services.

Import Cloud SSL certificate into STRUST

Export Certificate from Browser: 

  1. Open the cloud service URL in your web browser.
  2. Click on the padlock next to the Cloud Service URL (within the address input field).
  3. When using Firefox, click on ‘Show Connection details', ‘More Information', 'View Certificate' and select the ‘Details' tab.
  4. When using Microsoft IExplorer, click on ‘View Certificate' and select the 'Certificate Path' tab.
  5. When using Google Chrome, click on ‘Certificate' and select the 'Certificate Path' tab.
  6. In the displayed certificate hierarchy select the Certification Authority (CA) certificate you plan to trust.
  7. When using Firefox, press ‘Export…'.
  8. When using Microsoft IExplorer or Google Chrome, press ‘View Certificate' and in the displayed pop-up navigate to the ‘Details' tab, to press ‘Copy to File…'.
  9. Select an export format you would like to use and that is supported by STRUST transaction, and export the certificate.

Import Certificate into Focused Run:

  1. Now, log on to Focused Run and go to transaction STRUST.
  2. Switch to Edit.
  3. Double click on entry 'SSL client SSL Client (Anonymous)'.
  4. Import the previously exported CA certificate, by pressing – within section ‘Certificate' – the icon ‘Import Certificate'.
  5. Press ‘Add to Certificate List'.
  6. Finally ‘Save' this modification. 

Additionally you have to perform certain preparations in the cloud service to enable Focused Run to connect to the cloud service.   

 
 
 
 

Preparations for SAP Hybris Cloud for Customer 

Create a Communication Arrangement in SAP C4C

  1. Navigate to the 'Administrator' view in you SAP C4C UI
  2. Select 'Communication Systems' under Integration
  3. Create a new communication system
    • Host Name: Enter the host of SAP Solution Manager
    • System Access Type: Select 'Internet'
  4. Maintain System Instances
    • Choose '5 - Web Service' as the preferred application protocol
  5. Set the communication system to active via 'Actions' → 'Set to Active'
  6. Navigate back to the 'Administrator' view and select Integration → 'Communication Arrangements'
  7. Create a new Communication Arrangement
  8. Scenario: Select 'Query Webservice Message for Monitoring'
  9. Define Business Data: Select the SAP Solution Manager communication system
  10. Define Technical Data:
    • Communication Method: Direct Connection
    • Application Protocol: Web Service
    • Authentication Method: SSL Client Certificate
    • User ID: Click 'Edit Credentials' to either maintain user and password or to download the certificate
  11. Review and Confirm. 
 

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After gathering all necessary information and creating the necessary connection point or users in the cloud service, you can now create the cloud service in Focused Run.

  1. Call transaction FRUN
  2. Select 'Advanced Integration Monitoring' → Cloud Service Management
  3. Click the 'Add' button
  4. Select the Cloud Service Type.
  5. The other input fields in the section 'Definition' depend on the cloud service type, see the details below
  6. In the section 'Identification' you have to enter the following:
    • Customer Network: the isolated network for which this cloud service should be visible
    • Extended Service ID: the extended SID uniquely identifies the cloud service in LMDB and can be between 3 and 8 characters long
 

Input Values for SAP Hybris Cloud for Customer

  • Tenant: Tenant name of your tenant
  • Root URL: Root URL for SAP C4C ( e.g. https://myhost.crm.ondemand.com )
  • Description: (optional)

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The second step is to create the end-point for the cloud service. The end-point is used to actually connect to the cloud service with user and password. Most cloud services use HTTP end-points.

  1. Click on the extended service ID of the cloud service 
  2. Click the 'Add' button on the 'HTTP ENDPOINTS' tab.
  3. Enter the following information:
    • Section 'Global':
      • Description: A meaningful description
    • Section 'Authentication':
      • The information needed here depends on the cloud service type, please refer to the details below
    • Section 'Proxy':
      • If necessary add proxy information to connect to the cloud service
 

Input Values for SAP Hybris Cloud for Customer 

  • Endpoint Type: HTTP
  • Authentication Type: BASICAUTH
  • User: The user created for the communication arrangement
  • Password: Password of the user

Advanced Integration Monitoring Setup

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To be able to monitor interfaces of an on-premise system you first have to add it to Interface & Cloud Monitoring and select the monitoring categories you want to monitor for the system. 

  1. Open the Advanced Integration Monitoring Application by clicking on the 'Integration & Cloud Monitoring' tile in transaction FRUN
  2. Click on the pinwheel in the upper right corner of the 'Integration & Cloud Monitoring' application
  3. In the configuration panel expand the 'Cloud Services' tray and click on the pen icon in the upper right corner. This will open the 'Configuration for Cloud Services' view.
  4. If your system is not on the list yet, click the 'Add' button to add it. If it is on the list, click on the system ID of the system. 

In the next step, you see all monitoring categories which are available for the system, depending on the system type and the installed software components. Some recommended standard monitoring categories are preselected.

Select the monitoring categories in scope.

Available Monitoring Categories

For SAP Hybris Cloud for Customer the following monitoring category ist available:

  • SAP C4C Message: Collects messages in SAP Hybris Cloud for Customer for the customer tenant 
 

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After selecting your monitoring categories you have to maintain filters to define what exactly you want to monitor. Some monitoring categories come with standard filters that usually just select all items of this monitoring category. Focused Run can handle this high amount of monitoring data, so you can stick to this standard filters. Or you can set up filters of your own. You can create more than one filter for a monitoring category.

Available Filter Options

SAP C4C Message 

For SAP Hybris Cloud for Customer, you can collect all messages or you can restrict the messages using the following parameters. How the parameters are filled, depends on the message direction:

For inbound SAP C4C Messages

  • Message Direction: INBOUND
  • Message Status: Waiting (1), Successful (2), Application Error (3), System Error (4), Cancelled (5), Split (6)
  • Inbound party: C4C Tenant ID
  • Outbound Party: Concatenation of & and the Sender Communication System ID (e.g. &Q2CCLNT400)
  • Receiver Service Interface name: C4C Service Interface Name
  • Sender Service Interface name: N/A
  • User Id: Communication user
  • Error text: Filter on the error message

For outbound SAP C4C Messages

  • Message Direction: OUTBOUND
  • Message Status: Waiting (1), Successful (2), Application Error (3), System Error (4), Cancelled (5), Split (6)
  • Inbound party: Set this to & and the Receiver Communication System ID to filter only for the first message (e.g. &Q2CCLNT400)
  • Outbound Party: Set this to the Process Component of the virtual endpoint to filter only for the first message (e.g. BusinessPartnerDataManagement)
  • Receiver Service Interface name: N/A
  • Sender Service Interface name: C4C Service Interface Name
  • User Id: User in the error message. This could be the UI/business user or the communication user in case of confirmation messages.
  • Error text: Filter on the error message 
 

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The setup of the filters for the monitoring categories only makes sure that the data is collected, however, alerts are not created automatically. To create alerts and notifications you have to create an alert individually. If you didn't use specific filters in the setup before, but rather opted to collect all data, you have to create filters for the alerts.

  1. Click on the 'New Alert' button in the upper right corner of the alerts table. A new panel will appear below the table for you to enter the alert information
  2. Select the monitoring category
  3. Select the metric name. The available metrics depend on the monitoring category.
  4. Enter a name for the alert
  5. Enter a name for the filter

In the next sub-step, you have to maintain the filter. The filter values are the same as described above. For some metrics, you have to maintain metric parameters. Find details below in the overview of the available metrics.

In the last sub-step you have to activate the alert:

  1. Check the checkbox next to 'Active'
  2. You can adjust the calculation frequency and the severity
  3. Available threshold types depend on the metric selected. If the threshold type allows it you can adjust the threshold value which triggers the alert.
  4. Select the notification variant and the outbound connector variant from the drop-down list.

For single exceptions, the threshold type is always 'Already Rated'. This means depending on the calculation frequency the number of exceptions is checked and an alert is created if this number is bigger than 0. If you want to reduce the number of alert for these metrics, you could increase the value for the calculation frequency to increase the time between checks.

Available Metrics

For SAP Hybris Cloud for Customer the following metrics are collected:

SAP C4C Message

  • SAP C4C Messages exceptions: Indicates that new exceptions were collected during the last data collection interval